IT Client Management Services, Associate

Overall Responsibilities / Role Overview Department: Professional ServicesJob Title: IT Client Service Owner Job Location: Granada - Manila - Mexico Reports To: IT Client Service Owner Lead Summary:The ITCSO will be responsible for the operational part of the implemented ITIL processes supporting Strada Global Technology andApplications Support Services.The primary objective is to be operational responsible for the service provided.An ITCSO should be the link between all our support teams to increase the service we provide to our customers, being the coordinators,unlockers and “translators” between technical teams and the business. Duties (include but are not limited to)
- Administer and manage release processes for the progression of Deployment Services projects. Perform daily and weekly tasks such as creating reports, periodic system checks, etc. 1st Line support, reporting, prioritizing, analyzing and resolving faults to resolution
- Hierarchical escalation and proper follow up
- Assesses Incident and Changes Request (tickest) ownership and follows up on action
- Service Level Agreement (SLA) monitoring
- Responsible for compliance (internal and external) tasks. Validation of Release management tasks
- Ensure accurate documentation is maintained
- Incident Management (classification, prioritization)
- Case Management
- Catch and dispatch
- Highlight identified process improvements. Competencies
- Initiative: Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generatesnew ideas, practices self-development. Seeks and accepts feedback, is a proactive learner, takes on tough assignments toimprove skills, keeps knowledge and skills up-to-date, turns mistakes into learning opportunities. Interpersonal Skills: Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicitsperformance feedback and handles constructive criticism. Problem Solving/Analytical Skills: Breaks down problems into smaller components, understands how to underlie issues; cansimplify and process complex issues, and understands the difference between critical details and unimportant facts. People Development: Provides feedback and coaching, rewards hard work and risk taking, takes mentoring role, challengesand develops employees, accepts mistakes, provides visibility / opportunity. Results Focus: Targets and achieves results, sets challenging goals, prioritizes tasks, overcomes obstacles, acceptsaccountability, sets team standards and responsibilities, provides leadership / motivation. Decision Making / Judgment: Makes timely and difficult decisions, uses consensus when possible and communicatesdecisions to others. Recognizes problems and responds, systematically gathers information, sorts through complex issues,seeks input from others, addresses root cause of issues. Managing Conflict: Listens well, diffuses conflict before it starts, find the causes of and solutions to problems, handles difficultpeople. Education / Experience / Skills
- Education to University degree level. Coordination, organization, prioritization and multi-tasking
- ITIL Service Delivery qualification is highly appreciated
- Windows 2003 / 2010 experience. Strong Problem Solving/Analytical Skills breaking down issues into smaller componentsAbility to communicate fluently in English and (include special language requirements) (verbally and written) technicalinformation to all levels. A positive personality and excellent communication skills, both written and oral, are the key attributes as is the willingness tocontinue to learn
- Problem-solving skills
- Proven ability to follow processes, as well as identifying process improvement opportunities
- Energetic and friendly, upbeat telephone personality, positive “can-do” attitude
- Team player in an international environment. Language
- Required:

- Spanish - Add on
- English
- German - Must
- French - Add on

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

**DISCLAIMER**:
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.

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